Authors
Deborah Breiter, Sheryl Fried Kline
Publication date
1995
Journal
Hospitality Review
Volume
13
Issue
2
Pages
6
Description
In the early 1980s many hotels in the United States adopted quality assurance as a business strategy. By the late 1980s independent and chain hotels realized that total quality management (TQM) was a more powerful process and they began utilizing many of its components. For over 10 years, hotels have flirted with a variety of tools, processes, and theories to improve service to the guest
Total citations
Scholar articles
D Breiter, SF Kline - Hospitality Review, 1995